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This
qualification will be suitable for those who are working, or intend to work,
in an environment where direct contact with internal and/or external
customers forms a major part of their work. Possible vocational
opportunities include:
Librarians, Administrators, Receptionists, Cashiers, Car-Hire Staff, Sales
Assistants, Hospital Staff, Airline Cabin Crew, Tourism Staff, Engineers,
Couriers, Hotel/Catering.
Entry
Requirements:
Minimum age: 16 and above
Candidates should have a standard of business English equivalent to LCCIEB
English for Business First Level
Course
objectives:
The aims of this syllabus are to enable candidates to develop:
- a
knowledge of the elements of good customer service
- the
ability to apply these elements to realistic situations
- an
understanding of personal behaviours that enhance service delivery
-
competence in applying these behaviours to given circumstances
Course
Content:
-
The role
of Customer Service
-
Delivering
Reliable Service
-
Communicating Directly with Customers
-
Dealing
with Customer Complaints
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